VP, Program Management: CRM & Digital Transformation

Publicis Groupe; Dallas, Northern (TX, KY); Hybrid; USD 168,000 - 230,000; Full time

Benefits offered by this job

Paid family care

Tuition assistance

Flexible work arrangements

Work Your World program

Matching gifts

Job summary

Razorfish is seeking a VP, Program Management to lead large-scale, complex programs across customer engagement, CRM, loyalty, lifecycle marketing, personalization, and digital transformation initiatives. You will partner with clients and internal teams to deliver value-driven results in a fast-paced agency environment.

The ideal candidate has 10–15+ years of experience managing multi-team programs, with QSR experience preferred, and a track record of delivering integrated marketing solutions

Qualifications

• 10-15+ years of Program Management, Client Services, CRM, Customer Experience, Digital Marketing, or Consulting experience
• Proven experience leading large-scale CRM, lifecycle marketing, loyalty, customer engagement, or personalization programs
• Strong client-facing leadership experience managing executive-level stakeholders and cross-functional teams
• Experience overseeing integrated, 360-degree marketing initiatives across strategy, creative, media, analytics, technology, and CRM disciplines
• Strong understanding of customer journeys, marketing automation, personalization, CRM platforms, and customer data ecosystems
• Demonstrated success managing program financials, forecasting, resource planning, and operational performance
• Excellent communication, stakeholder management, and presentation skills
• Experience mentoring and developing teams within a fast-paced agency or consulting environment
• Experience leading enterprise-scale CRM programs, customer lifecycle initiatives, and marketing technology implementations
• Digital and website delivery experience preferred
• Quick Service Restaurant (QSR) experience preferred

Responsibilities

• Lead the delivery of complex programs and integrated marketing initiatives across multiple workstreams and stakeholders
• Oversee CRM, loyalty, lifecycle marketing, personalization, and customer engagement programs that drive acquisition, retention, customer value, and business growth
• Partner with clients to develop and execute CRM strategies that support broader business and marketing objectives
• Serve as a trusted advisor to clients, guiding internal leaders and external stakeholders through customer experience, marketing transformation, and digital initiatives
• Collaborate with strategy, analytics, data, media, creative, and technology teams to deliver connected customer experiences across channels
• Oversee CRM campaign planning and execution across email, SMS, mobile, push notifications, loyalty programs, and other customer engagement channels
• Ensure successful delivery by establishing governance models, operating processes, budgets, timelines, staffing plans, and success metrics
• Focus on delivering value to end customers early and often while driving continuous improvement across programs and teams
• Act as a senior client-facing leader, building trusted relationships and aligning stakeholders around business goals and delivery plans
• Lead integrated, 360-degree marketing initiatives that connect CRM efforts with broader media, digital, analytics, strategy, and creative workstreams
• Achieve metrics including client outcomes, account health, resource utilization, revenue, margin, burn rate, and operational efficiency
• Create a positive team environment where autonomy, mastery, and purpose are promoted through coaching, mentoring, and performance development
• Drive a culture of value-based delivery, accountability, collaboration, and self-organization
• Mentor and develop the next generation of Program Management leaders through coaching, training, and best-practice sharing
• Support business development efforts, including budget planning, scoping, staffing, proposal development, and new business opportunities
• Help clients evolve customer engagement strategies and operational models to support long-term growth and transformation initiatives

Skills

Program Management

CRM

Customer Experience

Digital Marketing

Client Services

Stakeholder Management

Job description

Razorfish is seeking a VP, Program Management to lead large-scale, complex programs across customer engagement, CRM, loyalty, lifecycle marketing, personalization, and digital transformation initiatives. You will partner with clients and internal teams to deliver value-driven results in a fast-paced agency environment.

The ideal candidate has 10–15+ years of experience managing multi-team programs, with QSR experience preferred, and a track record of delivering integrated marketing solutions